Seamless text-dependent enrollment

ABSTRACT

Methods and systems for transforming a text-independent enrolment of a customer in a self-service system into a text-dependent enrolment are provided. A request for authentication of a customer that is enrolled in the self-service system with a text-independent voice print is received. A request is transmitted to the customer to repeat a passphrase and the customer&#39;s response is received as an audio stream of the passphrase. The customer is authenticated by comparing the audio stream of the passphrase against the text-independent voice print and if the customer is authenticated then a text-dependent voice print is created based on the passphrase, otherwise discard the audio stream of the passphrase.

FIELD OF THE INVENTION

The invention relates generally to the field of authentication ofindividuals. In particular, the invention relates to the authenticationof individuals using their voices.

BACKGROUND OF THE INVENTION

Large organizations, such as commercial organizations, financialinstitutions, government agencies or public safety organizations conductnumerous interactions (i.e., communication sessions) with customers,users, suppliers and the like on a daily basis. Many of theseinteractions are vocal or at least comprise a vocal or audio component,for example, voices of parties to a telephone call or the audio portionof a video or a face-to-face interaction. A significant part of theseinteractions takes place between a customer and a representative of theorganization, e.g., an agent in a contact center.

Communication sessions can involve exchanging sensitive information, forexample, financial data, transactions and personal medical data, thusthe agent is required to authenticate the identity of the customer,before offering the customer any assistance or services. When acommunication session begins the system or an agent first identifies thecustomer, for example based on the customer's name, telephone number, IDnumber, Social Security number or Postal Index Number (PIN) code andlater authenticates the identity of the customer. Traditional systemsand methods use knowledge-based information also known as, Know YourClient (KYC) information, such as personal information known only to theclient that was previously stored in the organization database (e.g.,the name of your pet, your old school, the marriage data of yourparents, etc). Some organizations use secret pass key(s) or evenphysical characteristics of the person, for example, finger prints andvoice prints to authenticate the customer identity.

Voice prints or voice biometric data also known as spectrograms,spectral waterfalls, sonograms, or voicegrams, are time-varying spectralrepresentations of sounds or voices. Digital voice prints can be createdfrom any digital audio recording of voices, for example, audiorecordings of communications sessions between agents and customers. Avoice print can be generated by applying short-time Fourier transform(STFT) on various (preferably overlapping) audio streams of the audiorecording (segment). A three-dimensional image of the voice print canpresent measurements of magnitude versus frequency for a specific momentin time. A speaker's voice is extremely difficult to forge for biometriccomparison purposes, since a myriad of qualities are measured rangingfrom dialect and speaking style to pitch, spectral magnitudes, andformat frequencies. The vibration of a user's vocal chords and thepatterns created by the physical components resulting in human speechare as distinctive as fingerprints. Voice prints of two individuals candiffer from each other at about one hundred (100) different points.

Enrolling user's voice prints can require a text-dependent enrollment(e.g., capturing a particular passphrase recited by a user). Some systemcan require that a user repeat a particular passphrase multiple time(e.g., 3-5 times). For example, a system can prompt a user asfollows: 1) please enter your ID followed by #; 2) please enter your PINfollowed by #; 3) to enroll, please say “I like using voice biometrics”;4) please say again “I like using voice biometrics”; and 5) please sayagain “I like using voice biometrics”. This can cause low userenrollment because many user's do not want to actively enroll.

Some systems can enroll a user's voice print via a text-independentprocess (e.g., capturing voice utterance(s) of the user that aren't aparticular passphrase). For example, a user can say the reason for theircall (e.g., “I would like to set up an account”). The system can capturethe user's utterance and use that utterance for the enrollment of theuser's voice print. While text-independent enrollment of voice printscan be less burdensome for the user, identifying the user with the voiceprint created with text-independent enrollment can be less accurate thantext-dependent enrollment.

Therefore, it can be desirable to maintain accuracy of text-dependentenrollment and reduced complexity of the text-independent enrollment.

SUMMARY OF THE INVENTION

One advantage of the invention includes text-dependent voice printenrollment without requiring a customer to say a repeated passphraseduring a enrollment session. Another advantage of the invention includespassive enrollment of a customer with increased accuracy in voiceidentification.

In one aspect, the invention involves a computer-implemented method fortransforming a text-independent enrolment of a customer in aself-service system into a text-dependent enrolment. The method involvesreceiving a request for authentication of the customer, the customer isenrolled in the self-service system with a text-independent voice print.The method also involves transmitting a request to the customer torepeat a passphrase and receiving an audio stream of the passphrase. Themethod also involves authenticating the customer by comparing the audiostream of the passphrase against the text-independent voice print and ifthe customer is authenticated then creating a text-dependent voice printbased on the passphrase, otherwise discard the audio stream of thepassphrase.

In some embodiments, the computer-implemented method further involvesupon receipt of a subsequent request for authentication of the customer,transmitting a request to the customer to repeat the passphrase,receiving another audio stream of the passphrase, and authenticating thecustomer by comparing the another audio stream of the passphrase withthe text-dependent voice print.

In some embodiments, the computer-implemented method involvesauthenticating the customer by comparing the another audio stream of thepassphrase with the text-dependent voice print further comprisingtransmitting the another audio stream of the passphrase and an indicatorof whether to use text-dependent or text-independent comparison to avoice biometrics engine.

In some embodiments, creating the text-dependent voice print involvesstoring the audio stream of the passphrase and subsequently, after thecustomer is no longer using the self-service system, creating thetext-dependent voice print. In some embodiments, thecomputer-implemented method involves storing the text-dependent voiceprint for the customer.

In another aspect, the invention involves an apparatus including aprocessor configured to receive a request for authentication of thecustomer, the customer is enrolled in the self-service system with atext-independent voice print, transmit a request to the customer torepeat a passphrase, receive an audio stream of the passphrase,authenticate the customer by comparing the audio stream of thepassphrase against the text-independent voice print, and if the customeris authenticated then create a text-dependent voice print based on thepassphrase, otherwise discard the audio stream of the passphrase.

In some embodiments, the processor is further configured to upon receiptof a subsequent request for authentication of the customer, transmit arequest to the customer to repeat the passphrase, receive another audiostream of the passphrase, and authenticate the customer by comparing theanother audio stream of the passphrase with the text-dependent voiceprint.

In some embodiments, authenticating the customer by comparing theanother audio stream of the passphrase with the text-dependent voiceprint further comprises transmitting the another audio stream of thepassphrase and an indicator of whether to use text-dependent ortext-independent comparison to a voice biometrics engine.

In some embodiments, creating the text-dependent voice print furthercomprises storing the audio stream of the passphrase and subsequently,after the customer is no longer using the self-service system, creatingthe text-dependent voice print.

In some embodiments, the processor is further configured to store thetext-dependent voice print for the customer.

In another aspect, the invention involves an article comprising anon-transitory computer-readable storage medium, having instructionsstored thereon that when executed by a processor, cause the processor toreceive a request for authentication of the customer, the customer isenrolled in the self-service system with a text-independent voice print,transmit a request to the customer to repeat a passphrase, receive anaudio stream of the passphrase, authenticate the customer by comparingthe audio stream of the passphrase against the text-independent voiceprint, and if the customer is authenticated then create a text-dependentvoice print based on the passphrase, otherwise discard the audio streamof the passphrase.

BRIEF DESCRIPTION OF THE DRAWINGS

The subject matter regarded as the invention is particularly pointed outand distinctly claimed in the concluding portion of the specification.The invention, however, both as to organization and method of operation,together with objects, features, and advantages thereof, can best beunderstood by reference to the following detailed description when readwith the accompanying drawings in which:

FIG. 1 is a high level block diagram of a system for authenticating andenrolling customers according to some embodiments of the presentinvention;

FIGS. 2A and 2B are sequence diagrams for transforming atext-independent enrollment of a customer in a self-service system intoa text-dependent enrollment according to some embodiments of the presentinvention; and

FIG. 3 is a flowchart of a method for transforming a text-independentenrollment of a customer in a self-service system into a text-dependentenrollment according to some embodiments of the present invention.

It will be appreciated that for simplicity and clarity of illustration,elements shown in the figures have not necessarily been drawn accuratelyor to scale. For example, the dimensions of some of the elements can beexaggerated relative to other elements for clarity, or several physicalcomponents can be included in one functional block or element. Further,where considered appropriate, reference numerals can be repeated amongthe figures to indicate corresponding or analogous elements.

DETAILED DESCRIPTION OF EMBODIMENTS OF THE INVENTION

In the following detailed description, numerous specific details are setforth in order to provide a thorough understanding of the invention.However, it will be understood by those skilled in the art that thepresent invention can be practiced without these specific details. Inother instances, well-known methods, procedures, and components,modules, units and/or circuits have not been described in detail so asnot to obscure the invention.

Although some embodiments of the invention are not limited in thisregard, unless specifically stated otherwise, as apparent from thefollowing discussions, it is appreciated that discussions utilizingterms such as, for example, “processing,” “computing,” “calculating,”“determining,” “establishing”, “analyzing”, “checking”, “receiving”,“selecting”, “sending a request”, “comparing”, “enrolling”, “reporting”,“prompting”, “storing” or the like, refer to operation(s) and/orprocess(es) of a computer, a computing platform, a computing system, orother electronic computing device, that manipulates and/or transformsdata represented as physical (e.g., electronic) quantities within thecomputer's registers and/or memories into other data similarlyrepresented as physical quantities within the computer's registersand/or memories or other information non-transitory storage medium thatcan store instructions to perform operations and/or processes.

Although some embodiments of the invention are not limited in thisregard, the terms “plurality” and “a plurality” as used herein caninclude, for example, “multiple” or “two or more”. The terms “plurality”or “a plurality” can be used throughout the specification to describetwo or more components, devices, elements, units, parameters, or thelike. Unless explicitly stated, the method embodiments described hereinare not constrained to a particular order or sequence. Additionally,some of the described method embodiments or elements thereof can occuror be performed simultaneously, at the same point in time, orconcurrently.

In general, systems and methods are provided for enrolling user's (e.g.,customer's) via voice prints. Some goods and services are promoted viafully automated channels, for example using IVR units possibly with thecustomers using mobile devices, involving little or no humanintervention on the part of the party offering the goods or services.These fully automated channels can be referred to as “self-service”channels. Self-service channels can be popular with providers becauseof, for example, a limited requirement for human intervention, sometimesleading to cost reduction. Voice prints can be used to authenticatecustomers for such goods or services, in which case a voice print forthe customer needs to be generated.

In general, a customer can be enrolled using a text-independent voiceprint obtained from the customer. For example, a customer can call in toa service provider and verbally requests a service by speaking anutterance. The utterance can be captured and used to create atext-independent voice print of the customer, and the customer can beenrolled with a voice print without requesting the user utter aparticular phrase.

The next time the same customer calls the service provider, the serviceprovider can prompt the customer to utter a particular passphrase. Thecustomer can utter the passphrase, and that utterance can be comparedagainst the previously captured text-independent voice print, e.g., viaa voice analytic biometric server, to authenticate the customer. If thecustomer is authenticated, the passphrase utterance by the customer canbe used to create a text-dependent voice print. In this manner, atext-dependent voice print can be created for the customer withoutrequiring the customer to recite a particular passphrase multiple timesduring their initial enrollment. In some embodiments, each time thecustomer calls the service provider and utters a prompted passphrase,the voice print of the customer is updated.

At least some of the components of the system illustrated in FIG. 1 canfor example be implemented in a call center environment. As used herein“call center”, otherwise known as a “contact center” can include anyplatform that enables two or more parties to conduct a communicationsession. For example, a call center can include one or more user devicesthat can be operated by human agents or one or more IVR units, either ofwhich can be used to conduct a communication session with an individual.

The system can include a plurality of user devices 14 (only one isshown) that can for example be operated by agents of a call centerduring, before and after engaging in a communication session with anindividual, one or more audio servers 16 (only one is shown) to recordcommunication sessions, a management server 12 configured to control theenrollment and/or authentication processes, an operational database 20that includes data related to individuals and communication sessions, avoice biometric server 22 configured to generate voice prints of theindividuals, a speech analytics server 24, and an IVR unit 26.

According to some embodiments of the invention, the speech analyticsserver can be configured to analyze recordings of speech by anindividual; and the voice biometric server can generate a voice printfor the individual based on the analyzed utterances.

It should be noted that the various servers shown in FIG. 1 can beimplemented on a single computing device according to embodiments of theinvention. Equally, the functions of any of the servers can bedistributed across multiple computing devices. In particular, the speechanalytics and voice biometrics functions need not be performed onservers. For example, they can be performed in suitably programmedprocessors or processing modules within any computing device.

Management server 12 can receive information from any of user device 14,from IVR unit 26, from operational data base 20 and from voice biometricserver 22. Voice biometric server 22 can generate voice prints fromaudio streams received from audio server 16. Any of audio server 16, IVRunit 26 and user device 14 can be included in a call center or contactcenter for conducting and recording communication sessions. According tosome embodiments of the invention, management server 12 can serve thefunction of an applications server.

During a communication session, management server 12 can receive fromuser device 14 or IVR unit 26 a request to authenticate an individual.After performing the authentication and while the communication sessionstill proceeds, management server 12 can send a notification to the userdevice or the IVR unit 26, confirming whether or not the individual wassuccessfully authenticated. Further, according to some embodiments ofthe invention, management server 12 can perform passive (seamless)authentication of individuals and control enrollment of voice prints.

Management server 12 can include an enrollment unit 122, which can alsobe referred to as an enrollment server, configured to control theenrollment process of new voice prints according to enrollment logic.Management server 12 can further include an enrollment engine 123 whichcan comprise a module responsible for managing (e.g. collecting anddispatching) enrollment requests and “feeding” the enrollment unit.Management server 12 can further include an authentication unit 124,which can also be referred to as an authentication server or anauthentication manager, to control automatic and seamless authenticationof the individual during the communication session.

Management server 12 can further include at least one processor 126 andat least one memory unit 128. Processor 126 can be any computer,processor or controller configured to execute commands included in asoftware program, for example to execute the methods disclosed herein.Enrollment manager 122 and authentication server 124 can each include orcan each be in communication with processor 126. Alternatively, a singleprocessor 126 can perform both the authentication and enrollmentmethods. Processor 126 can include components such as, but not limitedto, one or more central processing units (CPU) or any other suitablemulti-purpose or specific processors or controllers, one or more inputunits, one or more output units, one or more memory units, and one ormore storage units. Processor 126 can additionally include othersuitable hardware components and/or software components.

Memory 128 can store codes to be executed by processor 126. Memory 128can be in communication with or can be included in processor 126. Memory128 can include a mass storage device, for example an optical storagedevice such as a CD, a DVD, or a laser disk; a magnetic storage devicesuch as a tape, a hard disk, Storage Area Network (SAN), a NetworkAttached Storage (NAS), or others.

According to some embodiments of the invention, management server 12 canalso include monitor 121 which can listen for events and/or dispatchevents to other components of the system subscribing to monitor 121,such as a client operating on a user device 14 or in IVR unit 26.

According to some embodiments of the invention, management server canadditionally include a connect module 125 including a distributed cache127, which in some embodiments can be part of memory 128. The connectmodule 125 can connect real time (RT) clients operating on user devicessuch as user device 14 or IVR unit 26 with backend components of thesystem such as the operational database 20 and the voice biometricserver 22. The distributed cache 127 can comprise an in-memory database,used for fast data fetching in response to queries, e.g. from a userdevice 14 or IVR unit 26.

According to some embodiments of the invention, management server canadditionally include an interaction center 129. The functions of theinteraction center 129 can include managing the recording ofinteractions. For example the interactions center can be a module that,for example during a telephone call, interacts with the telephony switchor packet branch exchange (PBX, not shown in FIG. 1) and computertelephony integration (CTI, not shown in FIG. 1) of an individualcommunicating with the user of a user device 14 to obtain start and/orend of call events, metadata and audio streaming. The interaction center129 can extract events from a call sequence and translate or convertthem for storage, indexing and possibly other operations in a backendsystem such as operational database 20.

User device 14 can for example be operated by an agent within a contactcenter. For example, user device 14 can include a desktop or laptopcomputer in communication with the management server 12 for example viaany kind of communications network. User device 14 can include a userinterface 142, a processor 144 and a memory 146. User interface 142 caninclude any device that allows a human user to communicate with theprocessor. User interface 142 can include a display, a Graphical UserInterface (GUI), a mouse, a keyboard, a microphone, an earphone andother devices that can allow the user to upload information to processor144 and receive information from processor 144. Processor 144 caninclude or can be in communication with memory 146 that can includecodes or instructions to be executed by processor 144.

According to some embodiments of the invention, user device 14 canfurther include a real time client 141 which can take the form of clientsoftware running on a desktop for example associated with an agent atuser device 14. The real time client 141 can be configured to “listen”to events and extract information from applications running on thedesktop. Examples of such events can include but are not limited to:

-   -   the start of a communication session with an individual    -   the resolving of an individual, e.g. the retrieval of        information from the operational database purporting to identify        the individual    -   the commencement of an utterance by the individual of a        predetermined phrase    -   the end of the utterance of the predetermined phrase.

Similarly, in some communication sessions, the IVR unit 26 can performsome of the functions of user device 14 and therefore the IVR unit canalso include a real time client performing the same functions as thereal time client 141.

During a communication session, user device 14 or IVR unit 26 canreceive identification information from an individual, for example, thename of the individual, a customer number associated with theindividual, an ID number and/or a social security number. Additionallyor alternatively, device 14 or IVR unit 26 can receive identificationinformation related to the individual automatically from details relatedto the “call”, for example, the telephone number from which theindividual calls, or the area (PIN code) from which the individualcalls. An operator of user device 14 can use user interface 144 toupload and receive information related to the identity of the individualfrom database 20 via management server 12. Similarly an IVR unit canretrieve such information. The individual can be asked so called knowyour customer “KYC” questions related to data stored in database 20. Forexample, the individual can be asked to provide personal details (e.g.,credit card number, and/or the name of his pet) or to describe thelatest actions performed (e.g., financial transactions). During thecommunication session, an audio segment or an audio stream can berecorded and stored in audio server 16.

Audio server 16 can include an audio recorder 162 to record theindividual's voice, an audio streamer 164 to stream the recorded voice,a processor 166 to control the recording, streaming and storing of theaudio stream, and a memory 168 to store code to be executed by theprocessor. Audio recorder 162 can include any components configured torecord an audio segment (a voice of an individual) of the communicationsession. Processor 166 can instruct audio streamer 164 to receive audiosegment from recorder 162 and stream the segment into audio streams orbuffers. Audio server 16 can further include, or can be in communicationwith, any storage unit(s) for storing the audio stream, e.g., in anaudio archives. The audio archives can include audio data (e.g., audiostreams) of historical communication sessions.

Audio server 16 can, according to some embodiments of the invention,include storage center 169 configured to store historical and ongoingspeech and calls of individuals, for example but not limited to callsbetween individuals and IVR unit 26.

Operational database 20 can include one or more databases, for example,at least one of an interaction database 202, a transaction database 204and a voice print database 206. Interaction database 202 can storenon-transactional information of individuals, such as home address,name, and work history related to individuals such as customers of acompany on whose behalf a call center is operating. Voice prints forindividuals can also be stored in the interaction database 202 or in aseparate voice print database 206. Such non-transactional informationcan be provided by an individual, e.g., when opening a bank account.Furthermore, database 202 can store interaction information related toprevious communication sessions conducted with the individual, such asbut not limited to the time and date of the session, the duration of thesession, information acquired from the individual during the session(e.g., authentication information, successful/unsuccessfulauthentication). Applications used in a system according to someembodiments of the invention can also be stored in operational database20.

Transaction database 204 can include transactional information relatedto previous actions performed by the individual, such as actionsperformed by the individual (e.g., money transfer, account balancecheck, order checks books, order goods and services or get medicalinformation.). Each of databases 202 and 204 can include one or morestorage units. In an exemplary embodiment, interaction database 202 caninclude data related to the technical aspects of the communicationsessions (e.g., the time, date and duration of the session), a Customerrelation management (CRM) database that stores personal details relatedto individuals or both. In some embodiments, interaction database 202and transaction database 204 can be included in a single database.Databases 202 and 204 included in operational database 20 can includeone or more mass storage devices. The storage device can be locatedonsite where the audio segments or some of them are captured, or in aremote location. The capturing or the storage components can serve oneor more sites of a multi-site organization.

Audio or voice recordings recorded, streamed and stored in audio server16 can be processed by voice biometric server 22. Voice biometric server22 can include one or more processors 222 and one or more memories 224.Processor 222 can include or can control any voice biometric engineknown in the art, for example, the voice biometric engine by Nice Ltd.to generate a voice print (e.g., voice biometric data) of at least oneaudio stream received from audio server 16. The voice print can includeone or more parameters associated with the voice of the individual.Processor 222 can include or can control any platform known in the art,for example the platform by Nice Ltd, for processing (e.g., identifyingand comparing) voice prints generated from two or more audio streams.When an audio stream associated with an individual is being a candidatefor enrollment, voice biometric server 22 can receive from managementserver 12 verification of the identity of the individual. Following theverification, voice biometric server 22 can generate a voice print ofthe audio stream related to the individual. Processor 222 can further beconfigured to compare the generated voice print to other voice printspreviously enrolled and stored, for example, in one or more storageunits associated with voice biometric server 22. The storage unitsassociated with voice biometric server 22 can include voice printsstored at a potential fraudster list (i.e., watch list, black list,etc.), voice prints related to the individual that were enrolledfollowing previous communication sessions with the individual, and/orvoice prints related or associated with other individuals. Memory 224can include codes or instructions to be executed by processor 222. Insome embodiments, memories 146, 168 or 224 can include the same elementsdisclosed with respect to memory 128.

Speech analytics server 24, similarly to voice biometric server 22, cancomprise one or more processors, such as processor 242 and memory 246.

FIGS. 2A and 2B are sequence diagrams for transforming atext-independent enrollment of a customer in a self-service system intoa text-dependent enrollment according to some embodiments of the presentinvention. These embodiments take the example of a customer calling acall center. Some embodiments of the invention may use a similarsequence of events for other kinds of individual participating in otherkinds of communication session.

When a call or other voice interaction is initiated, the enrollment unit122 can fetch a batch of recorded interactions 231 (e.g., a pre-definednumber of recorded calls per customer that can be used to create a voiceprint). The batch of recorded interactions can be filtered according toone or more parameters (e.g., call duration, agent name/identification,level of authority of the agent and/or any other business data basedfilter) to, for example, add an addition layer of security.

The enrollment unit 122 can transmit a request for enrollment of acustomer 232 to a queue of the operational database 20. The enrollmentengine 123 can fetch the request for enrollment 233 from the operationdatabase 20. The enrollment engine 123 can fetch media 234 (e.g., arecorded interaction) from the storage center 169. For example, theenrollment engine 123 can fetch one or more recordings of interactionsfor a customer identifier that is the same as the customer seekingenrollment.

The enrollment engine 123 creates a voice print 235. The enrollmentengine can use a voice biometrics engine (e.g., voice biometrics server22, as described above). The voice print is a text-independent voiceprint because it is based on audio recordings of the customer that areutterances of the customer made without being prompted with one or morepassphrases.

The enrollment engine 123 transmits the enrollment results 236 to theoperational database 20. The enrollment unit 122 fetches an enrollmentstatus of the of the customer 237 from the operational database 20. Theenrollment unit 122 transmits an update 238 to the distributed cache 127indicating that the customer is enrolled.

When subsequent call by the same customer or other voice interaction isinitiated, the IVR 26 prompts the customer initiating the call orinteraction with an identification request 250. The identificationrequest can be a request for a vocal response or a request for a dualtone multi frequency (DTMF) response (e.g., the customer input is fromtouch keys).

The IVR 26 can transmit a request to resolve the customer's request 252to the distributed cache 127 including the customer identifier. Thedistributed cache 127 can hold metadata related to the customer. Themetadata can include an enrollment status, last successfulauthentication date and time, an internal identifier, or any combinationthereof.

The distributed cache 127 can transmit a response to the request toresolve the customer's request 254 including the metadata to the IVR 26.

The IVR 26 can verify that the customer is enrolled 256 based on themetadata. The IVR 26 can prompt 258 the customer for a passphrase (e.g.,date of birth). The prompt can be for other data items related to thecustomer. For example, the prompt can be address, city of birth,telephone number on file, or any other data item as is known in the art.The IVR 26 can record the customer's response to the prompt (e.g., anutterance of the customer recorded into an audio file).

The IVR 26 can transmit a request to start authentication 260 with thecustomer's audio response to the connect module 125. The connect module125 can transmit an authentication request 262 to the voice biometricsserver 22.

The voice biometrics server 22 can fetch a text-independent voice printof the customer 264 (e.g., a text-independent voice print passivelycreated during an initial enrollment of the customer). The voicebiometrics server 22 can authenticate 266 the customer by determining ifthe customer's audio response to the prompt is sufficiently matched tothe text-independent voice print.

The voice biometrics server 22 can transmit the authentication results268 to the connect module 125. If the customer is authenticated, thevoice biometrics server 22 can create a text-dependent voice print forthe customer from the customer's audio response, and transmit 270 thetext-dependent voice print to the storage area 169 for saving. The voiceprint created by the voice biometrics server is a text-dependent voiceprint because the customer's audio response is a known/expectedutterance of the customer. In this manner, a customer can be passivelyenrolled with a text-dependent voice print. In some embodiments, if atext-dependent voice print exists for the customer prior to the currentinteraction, then the existing text-dependent voice print of thecustomer is updated with the voice print for the current interaction.

The connect module 125 can transmit the authentication results 272 tothe IVR 26.

FIG. 3 is a flow chart for a method for transforming a text-independentenrollment of a customer in a self-service system into a text-dependentenrollment, according to some embodiments of the invention.

The method involves receiving a request for authentication of thecustomer (Step 310). The request can include one or more pieces ofinformation that identify the customer. For example, the one or morepieces of information can include a customer identification, a deviceidentifier, a phone number, an address of the customer, or anycombination thereof.

The method can include determining whether the customer is enrolled inthe self-service system with a text-independent voice print (Step 315).If the customer is not enrolled in the self-service system, then themethod can involve performing a text-independent enrollment (Step 320)(e.g., as shown above in the sequence of FIG. 2a ).

If the customer is enrolled in the self-service system, then the methodcan involve transmitting a request to the customer to repeat apassphrase (Step 325). The passphrase can be any phrase, as is known inthe art.

The method can also involve receiving an audio stream of the passphrase(Step 330). The audio stream can be a recording of the customer utteringthe passphrase. The method can also involve receiving a text-independentvoice print of the customer (Step 335). In some embodiments, thetext-independent voice print of the customer is retrieved from a memory.

The method can also involve authenticating the customer by comparing theaudio stream of the passphrase against the text-independent voice print(Step 340). If the customer is authenticated, then the method caninvolve creating a text-dependent voice print based on the passphrase(Step 345). In some embodiments, the text-dependent voice print iscreated after the customer stops using the self-service system.

If the customer is not authenticated, then the method can involvediscarding the audio stream of the passphrase (Step 350).

In some embodiments, upon subsequent calls by the same customer, eventhough the customer already has a text-independent and text-dependentvoice print, the passphrase the customer recites is used to updateand/or improve the text-dependent voice print. For example, if aduration threshold (e.g., 3 weeks, 3 months, or 1 year) has passed sincethe customer's last contact, then the text-dependent voice print can becompletely replaced. In some embodiments, a text-dependent passphrase isupdated by combining the current passphrase utterance of the customer(e.g., as is known in the art).

Different embodiments are disclosed herein. Features of certainembodiments can be combined with features of other embodiments; thuscertain embodiments can be combinations of features of multipleembodiments.

Embodiments of the invention can include an article such as a computeror processor readable non-transitory storage medium, such as for examplea memory, a disk drive, or a USB flash memory device encoding, includingor storing instructions, e.g., computer-executable instructions, whichwhen executed by a processor or controller, cause the processor orcontroller to carry out methods disclosed herein.

The foregoing description of the embodiments of the invention has beenpresented for the purposes of illustration and description. It is notintended to be exhaustive or to limit the invention to the precise formdisclosed. It should be appreciated by persons skilled in the art thatmany modifications, variations, substitutions, changes, and equivalentsare possible in light of the above teaching. It is, therefore, to beunderstood that the appended claims are intended to cover all suchmodifications and changes as fall within the true spirit of theinvention.

What is claimed is:
 1. A computer-implemented method for transforming atext-independent enrolment of a customer in a self-service system into atext-dependent enrolment, the method comprising: receiving a request forauthentication of the customer, the customer is enrolled in theself-service system with a text-independent voice print; transmitting arequest to the customer to repeat a passphrase; receiving an audiostream of the passphrase; authenticating the customer by comparing theaudio stream of the passphrase against the text-independent voice print;and if the customer is authenticated then creating a text-dependentvoice print based on the passphrase, otherwise discard the audio streamof the passphrase.
 2. The computer-implemented method of claim 1 furthercomprising upon receipt of a subsequent request for authentication ofthe customer, transmitting a request to the customer to repeat thepassphrase, receiving another audio stream of the passphrase, andauthenticating the customer by comparing the another audio stream of thepassphrase with the text-dependent voice print.
 3. Thecomputer-implemented method of claim 2 wherein authenticating thecustomer by comparing the another audio stream of the passphrase withthe text-dependent voice print further comprising transmitting theanother audio stream of the passphrase and an indicator of whether touse text-dependent or text-independent comparison to a voice biometricsengine.
 4. The computer-implement method of claim 1 wherein creating thetext-dependent voice print further comprises storing the audio stream ofthe passphrase and subsequently, after the customer is no longer usingthe self-service system, creating the text-dependent voice print.
 5. Thecomputer-implemented method of claim 1 further comprising storing thetext-dependent voice print for the customer.
 6. An apparatus comprising:a processor configured to: receive a request for authentication of thecustomer, the customer is enrolled in the self-service system with atext-independent voice print; transmit a request to the customer torepeat a passphrase; receive an audio stream of the passphrase;authenticate the customer by comparing the audio stream of thepassphrase against the text-independent voice print; and if the customeris authenticated then create a text-dependent voice print based on thepassphrase, otherwise discard the audio stream of the passphrase.
 7. Theapparatus of claim 6, wherein the processor is further configured to:upon receipt of a subsequent request for authentication of the customer,transmit a request to the customer to repeat the passphrase, receiveanother audio stream of the passphrase, and authenticate the customer bycomparing the another audio stream of the passphrase with thetext-dependent voice print.
 8. The apparatus of claim 7, whereinauthenticating the customer by comparing the another audio stream of thepassphrase with the text-dependent voice print further comprisestransmitting the another audio stream of the passphrase and an indicatorof whether to use text-dependent or text-independent comparison to avoice biometrics engine.
 9. The apparatus of claim 6, wherein creatingthe text-dependent voice print further comprises storing the audiostream of the passphrase and subsequently, after the customer is nolonger using the self-service system, creating the text-dependent voiceprint.
 10. The apparatus of claim 6, wherein the processor is furtherconfigured to: store the text-dependent voice print for the customer.11. An article comprising a non-transitory computer-readable storagemedium, having instructions stored thereon that when executed by aprocessor, cause the processor to: receive a request for authenticationof the customer, the customer is enrolled in the self-service systemwith a text-independent voice print; transmit a request to the customerto repeat a passphrase; receive an audio stream of the passphrase;authenticate the customer by comparing the audio stream of thepassphrase against the text-independent voice print; and if the customeris authenticated then create a text-dependent voice print based on thepassphrase, otherwise discard the audio stream of the passphrase.